We fund a service called Pound Advice which supports L&Q residents in financial difficulty. Here, you’ll find the stories of two residents and how Pound Advice helped them deal with their benefits and debt.

Case study one

The client is widowed and suffers from various health conditions and mobility problems as she suffers from Stage Six severe dementia and requires constant care and supervision.

The client, as part of her health condition, often misplaces letters and other items if she reaches them before her carer.

She was suffering financial hardship as she was only receiving a State Pension and her main enquiry was to help resolve the Housing Benefit issue.


Pound Advice input

We identified that the client had a shortfall in her rent, due to the non-dependent deduction and we liaised with the council to request the Housing Benefit decision letter to cease the claim.

There were delays with this, as the Local Authority had been difficult to reach by our service, as well as the client’s carer.

After writing to them, the Local Authority provided the information required to revise the Housing Benefit claim and stated that a new Housing Benefit claim was required as well.

We’ve been in contact with the client’s carer, who has been providing us with the information to support both the new Housing Benefit claim and the Housing Benefit revision.

As there were further delays with a response from the Housing Benefit revision, and due to the risk of legal action, we referred the client to the Local MP.

We had identified a Discretionary Housing Payment application, due to the non-dependent deduction. However, this was not required as the client’s Housing Benefit revision meant the client was in credit on her rent account.

We have contacted the client’s recovery officer from L&Q, who has assisted us with the enquiry. Our support team has played a fundamental role in the enquiry to chase the client for any outstanding information required on behalf of the case manager.


Success factor

The Housing Benefit claim for the client was reinstated on 7 June 2023 for the period 21 February 2022 to 30 January 2023. This was backdated by £5,985.01 and paid to her rent account.

The client is in credit by over £1,000 on her rent account, and was pleased with the outcomes, as this took some time to progress due to the client’s vulnerabilities.

The client’s carer was grateful for the Pound Advice service, as without the support, they would not have been able to complete the Housing Benefit revision within the time limits.

Due to the positive outcome, we have been able to close the enquiry, as the client's situation has been fully resolved.

Case study two

The client is married and lives in a three-bed flat rented from L&Q. Both husband and wife are suffering with their health.

Both have retired and their only income is the wife’s retirement pension of £25 per week and the husband’s retirement pension of £110 per week. The husband also gets a work pension of £231.37 per month.

They were referred by L&Q as they had rent arrears amounting to £3,198.30.


Pound Advice input

Following an income maximisation evaluation, we discovered that they were entitled to a Guarantee Pension Credit of £90.19 per week, so we assisted them with an online application.

They did not claim Council Tax Reduction or Housing Benefit, so we assisted with an online application - Council Tax Support - £ 28.94 per week, Housing Benefit - £ 136.73 per week.

Given that both suffered from ill health, we also assisted them with a claim for Attendance Allowance. We referred them to Waltham Forest Age UK who helped them complete the application – 2023 rate - £68.10 x 2 = £136.20 per week.

We also advised them on the Warm Home Discount, Thames Water Help Discount, Council Tax energy rebate, cost of living support, Energy Bills Support Scheme, Winter Fuel Payment and Discretionary Housing Payment (DHP).


Success factor

With backdated payments and an increase in income, they were able to pay off the rent arrears.

They are now in receipt of the following support and can live their lives without the financial pressures they were experiencing:

  • Guarantee Pension Credit: £90.19 per week
  • Council Tax Support: £28.94 per week
  • Housing Benefit: £136.73 per week
  • Attendance Allowance: £136.20 per week

Total income gained per year: £20,482.16